Job Summary

The Director, IT Operations will lead the strategic and operational management of eMed's IT
services, ensuring robust, scalable, and secure technology infrastructure across all
organizational levels. This role will focus on delivering high-quality IT services to support the
company's growing digital health operations and will oversee a team of IT professionals, as well
as manage third-party vendors. The Director will ensure the delivery of user-centric, reliable, and
innovative IT solutions that improve productivity, enhance collaboration, and promote seamless
business operations. While overseeing the company's hardware, software, and computer
networks, this position is responsible for monitoring network infrastructure and resolving system
issues.

Essential Duties & Responsibilities

● Oversee all aspects of IT operations, including hardware, software, networks, and data
centers, ensuring optimal performance, security, and compliance with industry
standards,
● Ensure that all IT systems adhere to security policies and compliance regulations such
as GDPR, HIPAA, and other relevant standards
● Oversee data backup and system security operations (e.g. user authorization, firewalls),
disaster recovery, and business continuity planning
● Manage installations, upgrades and configurations of hardware and software
● Assess system performance and recommend improvements
● Provide a seamless end-user experience, managing IT service desks, mobile devices,
desktop support, and collaboration tools, continuously improving services to ensure high
user satisfaction and engagement
● Ensure data is handled, transferred or processed according to legal and company
guidelines
● Provide support and guidance to stakeholders via help desk
● Control costs and budgets regarding IT systems
● Manage contracts with vendors (e.g. development platforms, telecommunication
companies, password managers) and software licenses, ensuring compliance with SLAs
and cost-effective service delivery
● Responsible for device and password management
● Lead, mentor, and develop a high-performing IT services team, including IT Help Desk
support and IT asset management resources
● Develop IT policies and practices
● Configure and manage SSO (Active Directory, Okta, AWS)
● Manage assets and IT inventory
● Manage Change Management processes and communications
● Participate in incident response as needed
● Track ROI and manage cost control for IT projects and services
● Drive the adoption of innovative technologies, focusing on automation, cloud-based
services, and self-service tools to enhance the efficiency and effectiveness of IT
operations
● Lead incident response and resolution for critical IT service disruptions, ensuring timely
restoration of services and minimizing impact on business operations.

Knowledge, Skills & Abilities

● Strong, hands-on experience with network management, system installations,
configuration and analysis, and IT operations frameworks
● Thorough knowledge of IT systems, networks, cloud computing, cybersecurity protocols,
and data protection operations and legislation (e.g. GDPR)
● Experience with SSO, Active Directory, Okta, and cloud service providers such as AWS
● Excellent leadership, communication, project management, and organizational skills
● Strong analytical skills with the ability to assess business needs and implement IT
solutions
● Proven track record of success in managing third-party vendors and contracts
● Ability to operate in a fast-moving environment
● Problem-solving aptitude with high level of adaptability

Qualifications

● Bachelors degree in Computer Science, Engineering, or relevant field experience.
● 7+ years of experience in IT Operations, with at least 5 years in a leadership role.
● Experience managing large-scale IT infrastructure in a healthcare or digital services
environment is highly desirable.
● Proven track record in managing budgets, leading teams, and overseeing a best-in-
class internal IT operations organization.